Senior Customer Service Processes and Projects Analyst

Description

Job Summary: We are seeking passionate individuals to join a team that values talent, offers challenges, and fosters growth in a dynamic environment. Key Highlights: 1. Growth in a dynamic environment where talent is recognized and encouraged 2. Career ownership and new challenges 3. Best Company to Work for in Minas Gerais We are looking for talented and passionate individuals to join our team. Does being challenged daily motivate you? If yes, come be Mercantil! What we certainly don’t lack here are opportunities to experience new challenges and take ownership of your career — all within one of the Best Companies to Work for in Minas Gerais. By joining our company, you’ll have the opportunity to grow in a dynamic environment where your talent is recognized and encouraged. This combination becomes even more perfect if you possess enthusiasm, strong communication skills, proactivity, and, of course, a results-oriented mindset. Explore our job openings, find the opportunity that best matches your profile, and become part of a team that values your talent. Don’t miss the chance to transform your career and contribute to challenging and transformative projects. Grow with us! Liked it? Then check out the opportunity we have for you below! So, see below the opportunity we have here: **\#VEMSERMERCANTIL** **Responsibilities and Duties** **Your main challenges will be:** * Analyze and map customer service processes, identifying gaps, waste, and improvement opportunities. * Propose, structure, and implement process improvements focused on operational excellence and customer experience. * Design and optimize customer service workflows, including IVR and chat automations, aiming for efficiency gains, cost reduction, and increased satisfaction. * Lead area-specific projects from process mapping and requirements gathering through to implementation, collaborating closely with Technology and other involved departments. * Serve as the focal point between departments, ensuring alignment, clear communication, and timely delivery. * Conduct feasibility analyses and develop executive materials to present results, operational gains, and secure approval for strategic initiatives. **Requirements and Qualifications** **We are looking for someone with:** * Completed undergraduate degree in Business Administration, Economics, or related fields. * Experience in project management (experience as a Product Owner will be highly valued). * Experience in process mapping and design. * Knowledge of Agile and Lean methodologies. * Advanced Excel and Power BI skills. **You’ll stand out if you have:** * Prior experience in the banking sector. * Experience in customer service operations. **Work Location:** Belo Horizonte/MG (Hybrid work); **Additional Information** **What we offer our employees:** * Meal and food allowance (if preferred, you may receive both benefits on a single food card); * Health insurance; * Dental insurance; * Childcare allowance; * Life insurance; * Private pension plan; * Wellhub; * Mercantil Academy of Development; * Profit-Sharing Program (PLR); All positions are also open to people with disabilities (PCDs). We are the leading ecosystem for the 50+ population. With over 80 years of history, our journey is marked by continuous innovation and service expansion, always centered on technology to deliver an exceptional banking experience. After all, our customers are the reason we exist. We are undergoing consistent transformation, driven by innovation, technology, data, and people. With over 9 million customers and a focus on the 50+ demographic, our bank’s purpose is to deliver a unique experience for this population. This momentum has earned recognition: Mercantil ranks among the Best Companies to Work for in Minas Gerais and stands as the fifth-largest provider of social security benefits in the country. Excellence is also reflected in our consistently high Net Promoter Score (NPS), an indicator measuring customer satisfaction and loyalty. With over 300 service points across nearly 250 cities, the bank consolidates its national presence with proximity and efficiency. Moreover, great ideas always find space here. We believe in the power of diversity and inclusion to transform realities. Therefore, our opportunities are extended to people with disabilities, Black and Indigenous individuals, LGBTQIAPN\+, people aged 50 and older, women enrolled in support programs addressing domestic violence, and other underrepresented groups. We remain committed to building a fair, representative, and truly inclusive environment offering real opportunities for everyone. Join us! If you identify with this, come be part of our team: **\#VEMSERMERCANTIL**